BT Makes 'Contact' With VoIP

To improve customer service and save money, the carrier taps Nortel
to bring VoIP to its U.K. call centers.

To improve customer service and save money, BT is having
Nortel bring Voice over IP
to its U.K. call centers.

The $5 million contract is one of the largest deployments of a
VoIP-based "virtual contact center" in Europe, the companies said. When
completed, it will serve nearly 10,000 agents across 124 sites.

A spokesperson for Brampton, Ontario-based Nortel was not immediately
available for comment.

In a statement, Peter Kelly, Nortel's president of the enterprise networks
for the region, said the contract "is a huge vote of confidence in our VoIP
and contact center technology and demonstrates that convergence really can
deliver huge benefits and reduced costs on a very large scale."

While much of the VoIP marketing and advertising has focused on consumer
VoIP services, Nortel and its rivals are selling the benefits of the
technology to multinational corporations. Call centers in particular
represent an attractive opportunity.

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